Hats off to Zenimax customer service.

Neizir · April 2014

Bravo to you guys. Seriously Zenimax, where do you find your employees? Are they grown in genetic labs and given an injection of “infinite patience” each day they come into work? Is there a magical syringe full of happy juice next to the time clock? Do you also hire bikini clad women to cheer them on, have pillow fights, and bring them coffee throughout the day? I can’t wrap my head around how level headed and calm your employees stay even after the barrage of emails from players, all of which you have to respond to.

Never before have I seen such a quick and helpful customer service. I sent an email to Zenimax about a bugged quest. I then went to the forums if anyone else saw the issue, and sure enough, there were thousands upon thousands of threads and complaints about this one certain bugged quest. There were literally hundreds of thousands of emails being sent to them about this. But then sure enough, I got my reply…guess how long later?

Not the next day.

Not in a couple of hours.

In an hour.

I got a response email, when there were thousands of others being sent, in the span of an hour.

An hour. Out of hundreds of thousands of players sending emails! The guy even added some light humor to it! Back when I played WoW between 2011 and 2013, and requested help from a GM, he answered in 8 hours at the absolute minimum. Usually I found my response the next day. Keep in mind also that WoW is a subscription game. Same when I played SWTOR (was a bit worse there, though.).

Hats off to you guys at Zenimax. For undertaking this massive, massive project and for your stunning customer service.

Thank you.

Tandor · April 2014

Good to hear!

Jambo · April 2014

I also feel the same.

I had a security issue with my account, THEY rang me within 30 minutes and helped me sort it out and it was a nice american guy was very pleasant.

Good job zenimax!

k9mouse · April 2014

I been very happy when I have to used support as well. So far, I do not have any major problems since released.

BlackSparrow · April 2014

Agreed. They've been incredibly patient and responsive, especially given all the... rather excessive raging that seems to have taken hold of part of the playerbase.

I, for one, am impressed, and want to give them all the loves. I know how hard it can be to handle frustrated customers. Keep doing a stand-up job, guys... the post-launch storm will break eventually.

Evelyn_Nightingale · April 2014

A friend of mine reported bots within five minutes of each other at most, and the ticket numbers were around 4 thousand apart. That's nearly 1000 tickets being sent per minute.

Vikova · April 2014

Agreed. My support emails have always been responded to in a timely manner and my one phone support call was responded to within thirty minutes.

KingRebz · April 2014

you get what you pay for.

Jinorah · April 2014

Is this sarcasm? I haven't been able to log in all day. I keep getting errors. I sent a support ticket/call me and I haven't heard from them in 6 hours!

Killum · April 2014

Nice to hear some people got good service - I had to wait 12hrs for a reply to the one ticket I put in. That reply told me to do what I had already done to correct the issue. I had even stated in the original ticket what I had done to try and rectify the situation. Also the ticket seemed like a 'Standard' cover all situations reply and at the bottom stated that the situation had been dealt with and the ticket was closed. I opened another ticket for the same situation as it has still not been resolved. I have waited over 24hrs now (But today is Sunday).

Lalai · April 2014

Jinorah wrote: »

Is this sarcasm? I haven't been able to log in all day. I keep getting errors. I sent a support ticket/call me and I haven't heard from them in 6 hours!

Probably not sarcasm at all. The one time I had to contact ESO during early access period they got back to me within an hour with a fix, and a bit of light humor as well.

Experience with customer service will vary. Amazon one of the highest rated customer service teams around. They've won awards for it, even. You'll still find comments floating around the internet of how some people never received a call back, or Amazon has the worst customer service ever. I'd assume the same goes for ESO.

If you haven't heard back from them yet, I would suggest trying to have them call you back again. Perhaps a hiccup in the system caused your original request to be dropped somehow since they're likely being flooded. As a general troubleshooting step, have you tried repairing your client? A friend of mine was getting a "Login failed" error for his account only (boyfriend could login on that computer just fine, was only his account that errored). Repairing it fixed the problem.

Tuchaka · April 2014

hoping this is sarcasm as well i made a ticket answered all the questions in the follow up called zenimax and messaged 2 gm's and still waiting for help 5 days later.

InF13RNo · April 2014

Bank reseted to 60 slots, sent ticket, nothing can be done. Yeah, great customer support. Horrible.

brandonedward · April 2014

This has to be a joke. I've had multiple tickets sent in since EARLY ACCESS DAY 1, that I have not heard from since.

Good troll OP.

wrlifeboil · April 2014

xloritb16_ESO wrote: »

Bank reseted to 60 slots, sent ticket, nothing can be done. Yeah, great customer support. Horrible.

Me too. Logged in today, went to the bank, inventory back to 60. Apparently my inventory upgrades are gone and possibly the items are lost forever in the great bit bucket in the sky.

Mortelus · April 2014

I have had a mixed bag. One time I am pretty sure they responded to me when they were meant to be responding to someone else's issue as the response was in no way related to my issue.

And I have received a few generic copy and paste repsonses, which were not in the least bit helpful.

But at times they have responded just a few hours later with a really helpful answer.

I would give them 10/10 for timely responses and 7/10 for helpfulness. so maybe 8.5 overall.

Jessabella · April 2014

Thanks for this post, I was mentioning to my guild mates earlier today I wanted to make a similar post about my own experience with CS, but did not know where to place it, so I will put it here.

I have sent many many reports on Gold Sellers in Zone, The response I got was not automated as the CS rep explained the ignore function to me, something that is not on the other auto replies.

I sent this reply...

"Thanks for the information! I already knew that, have been in Beta since July and PTS,

The game is wonderful, the CS is why I subscribed, and the community is What makes me want to keep playing!

You can close this ticket, I did not realize reporting a player opened one, but since I did, I might as Well take the time to thank CS for a wonderful job even though you guys have to put up with quite a few jerks and its not as simple as clicking ignore. You guys have a hard job, but thanks!"

I got this reply,

"Thank you for such kind words! It's our pleasure to be of such help. I'm really glad to hear such positive feedback.

Warm Regards,
Rob @ The Elder Scrolls Online Team"

I really feel for all the players having bad experiences with CS, I am sure it goes back to them being extremely overwhelmed. I promise you, having dealt with them many times over the course of my ESO journey, when things were much much slower, they really are great. But the truth is anyone would be justifiably upset if they had to deal with a lot of the issues people are reporting here. I can understand people sending rude tickets in out of frustration, but I am sure those kinds of tickets don't make the CS team feel so wonderful! I am guessing based on so many posts here many tickets are full of hate.

I think if just a few people took the time to say thank you for a job well done, they would all be having a better day and be much more eager to get their job done, their job being solving the problems we are all having!

A little kindness does carry on